As Co-Founder and CEO of Everybody FZE, I am building a premium online fitness coaching platform from the ground up, designing the full brand experience, coach positioning, member journey, and content strategy. This role combines my CX expertise with entrepreneurial execution, applying the same principles of customer understanding, journey design, and brand consistency that I have applied across enterprise organizations .

· Established Customer Experience function from ground up by defining strategy, governance, and feedback frameworks, scaling team across regions and structuring multi-market operations · Increased NPS from initial baseline to 70% by leading cross-functional improvements across product, support, and marketing using structured insights and journey redesign · Reduced response time from two days to under eight hours by redesigning workflows, optimizing support channels, and introducing automation across customer operations · Improved customer satisfaction from 85% to 96% by implementing structured measurement systems and embedding continuous improvement practices across all service touchpoints · Redesigned key customer journeys including payment and booking flows, reducing friction, increasing conversion rates, and improving overall service utilization across locations · Lowered customer acquisition cost significantly by optimizing onboarding experience, improving user flows, and aligning digital touchpoints with customer behavior patterns

· Led service operations across 21 countries managing large vendor ecosystem and regional teams, aligning performance through structured governance, KPI tracking, and accountability frameworks · Maintained high customer satisfaction and NPS levels across markets by driving performance reviews, identifying gaps, and implementing continuous operational improvement initiatives · Drove regional customer experience strategy by aligning service, support, marketing, and sales functions to deliver consistent and integrated omnichannel customer experience · Designed and implemented replacement and service programs across multiple markets, improving adoption rates and contributing to significant revenue generation and customer retention · Strengthened vendor performance by introducing structured collaboration models, reducing escalations, and improving planning across logistics, spare parts, and service delivery operations

· Supervised technical operations across service providers managing high service volumes, ensuring consistent quality delivery and strong customer satisfaction across multiple product lines · Reduced repeat repair rates significantly by strengthening technical capabilities through structured training programs and enforcing strict quality control processes across teams · Maintained high customer satisfaction levels by improving service execution, reducing turnaround times, and enhancing overall customer interaction across service center

I design and facilitate journey mapping sessions that go beyond the workshop, identifying critical failure points, assigning cross-functional ownership, and connecting pain points directly to business metrics. Every map I build comes with an execution plan.

I build VOC systems that close the loop, not just collect feedback. From defining action thresholds to linking insights directly to product and operational decisions, I help organizations turn customer signals into measurable change.

With a DBA focused on AI and predictive analytics in CX, I help organizations move from reactive reporting to predictive insight, identifying at-risk customers before they churn and connecting CX metrics to financial outcomes.

I've grown NPS from 49% to 70% and reduced customer acquisition cost from AED 7 to under AED 2 by building retention strategies rooted in reducing effort, not just adding perks.

I design and deliver CCXP certification preparation programs for individuals and corporate teams, as well as CX capability building workshops for frontline and leadership teams across the GCC

I've led cross-channel CX transformation across digital, in-store, and service touchpoint, ensuring consistency of experience regardless of how the customer chooses to engage.

I help organizations shift from inside-out strategy to outside-in execution, using customer evidence rather than assumption to drive product, operational, and commercial decisions.

I've built CX teams from zero across multiple organizations , defining the right roles, hiring for mindset not just skills, and creating the structure that allows a team to deliver consistent customer outcomes. I help mentees understand what a high-performing CX team actually looks like and how to build the case for it internally.

I've led cross-functional and cross-border teams across 21 countries, managing diverse cultures, remote structures, and matrix reporting lines. I help mentees navigate the people side of CX , from managing up to empowering frontline teams to actually solve customer problems.

I design VOC systems that go beyond survey collection, defining the right questions, the right channels, the right frequency, and most importantly the action protocols that turn responses into decisions. A survey without an action plan is just data storage.

From CRM implementation to AI-powered analytics, I've led technology integration projects where the brief was always customer outcome first, technology second. I help mentees avoid the most common mistake, selecting tools before defining the process they need to support

At Huawei I managed a complex ecosystem of service partners, suppliers, logistics providers, and third-party delivery organizations across the MENA region. I help mentees build vendor frameworks that protect the customer experience at every handoff point, because your customer doesn't distinguish between you and your partners.

Through building everybody, a premium fitness coaching brand, and advising on CX strategy across technology and PropTech sectors, I understand how brand promise and customer experience must align. When the brand says one thing and the experience delivers another, trust erodes. I help mentees close that gap.

Through my roles at Samsung and Huawei, I led customer experience across consumer electronics, one of the most competitive and demanding consumer goods categories globally. I understand the full consumer journey from awareness through aftersales, and how to build CX systems that drive loyalty and repeat purchase in high-volume, multi-channel environments.

As a Chartered Management Consultant (ChMC Level 7) and CCXP-certified practitioner, I operate at the intersection of strategic consulting and hands-on execution. I have designed and delivered CX transformation engagements across multiple sectors in the GCC, combining consulting methodology with the operational depth to implement what I recommend.

As Co-Founder and CEO of everybody FZE LLC, I am building a premium online fitness coaching platform in Dubai. I understand the fitness and wellness industry from the inside, the coach-client relationship, the digital product experience, the member journey, and the brand positioning required to compete in a crowded market.

I have designed and optimized digital customer journeys across e-commerce touchpoints, from discovery and purchase through delivery, aftersales, and loyalty. My experience at Samsung and Huawei involved managing high-volume digital commerce operations where CX directly impacted conversion, retention, and revenue.

At Naviparking I worked within the connected services ecosystem, smart city infrastructure, IoT-enabled parking solutions, and digital-first customer interactions. I understand how internet-connected services create new CX challenges around reliability, real-time responsiveness, and customer trust.

Working with technology platforms including Naviparking's smart parking SaaS model, I understand the specific CX dynamics of subscription-based software, onboarding, activation, retention, and the moment-by-moment experience that determines whether a customer renews or churns. SaaS CX requires a fundamentally different approach from transactional models."

Through Everybody FZE I sit at the intersection of technology and sports , building a digital fitness coaching platform where the customer experience must match the intensity and personalization that athletes and wellness enthusiasts expect. I understand how technology can enhance human performance experiences without replacing the human connection at the core of them.

Design customer support workflows and escalation paths Track and manage customer interactions and tickets Generate service analytics and performance reports Use support data as a VOC signal source connected to broader CX strategy

Manage customer data and track interactions across the lifecycle Build reporting dashboards connecting CX metrics to commercial outcomes Create customer segments and automate engagement workflows Turn CRM data into actionable customer intelligence

Manage customer relationships and marketing automation Track customer journeys across touchpoints Design and measure customer communication workflows Align CRM capabilities with broader CX strategy

Track customer interactions and manage service workflows Generate insights on customer behavior and engagement Implement cost-effective CRM solutions for growing businesses Connect customer data to operational decision-making

Build internal CX playbooks and process documentation Create cross-functional knowledge bases and standard operating procedures Maintain institutional CX knowledge across distributed teams Document customer journey frameworks and governance structures

Design escalation paths and service request workflows Track resolution performance and SLA compliance Bridge IT service management with customer experience delivery Build enterprise-grade service operations in government and technology environments